Account Visibility in MadKudu Copilot
How your Salesforce accounts reach Copilot
Accounts travel through three stages before appearing in Copilot. Each stage can change how many accounts are visible and what data they carry.
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- Accounts whose name is an email address are excluded
- Accounts with personal email domains (gmail.com, yahoo.com, etc.) are excluded
- Accounts hard-deleted in SF may still appear as ghost records until the next sync detects the deletion
- New or changed accounts wait for the next processing cycle (2 to 12 hours) before appearing
- All Accounts filters apply (see above)
- Account must have an ownership lookup record created by data-workers
- Territory reassignments in SF reflect after the next processing cycle (2 to 12 hours, up to 24 hours historically)
- Accounts without ownership data are hidden from all territory views
Quick reference
| Scenario | All Accounts | My Book of Accounts | Type |
|---|---|---|---|
| Account deleted in SF (hard delete) | Still visible — ghost record | Still visible — ghost record | Bug / limitation |
| Account name is an email address (PLG signup) | Not shown | Not shown | By design |
| Account domain is a personal email provider | Not shown | Not shown | By design |
| Account has no website/domain in SF | Shown — but no company data | Shown if territory data exists | Incomplete data |
| Account not yet processed by data pipeline | Not yet shown | Not yet shown | |
| Account ownership lookup has stale domain | Shown | Shown — stale company data | Stale data |
| Same domain, multiple SF accounts (different owners) | Both shown as separate rows | Each rep sees only their own row | By design |
Advanced troubleshooting — why My Book of Accounts may not match your SF territory
If data-workers hasn't yet created the ownership lookup record for an account — typically because the account was added to Salesforce after the last data-workers run — it will have no territory owner information. The territory view requires a direct ownership match to display an account; without it, the account is invisible to all users in My Book of Accounts, even though it appears in All Accounts.
This resolves automatically once data-workers completes its next processing cycle for that account.
If the same company domain (e.g. acme.com) has two separate Salesforce account records assigned to different owners, Copilot preserves both records rather than merging them. Each rep sees only their own record in My Book of Accounts. From each individual rep's perspective the count is correct — but a manager with visibility across multiple territories would see both rows in All Accounts.
This is intentional: merging accounts from different owners would cause data to appear on the wrong rep's account.
When an account's website/domain is updated in Salesforce (e.g. a rebrand or typo correction), the pipeline attempts to update the ownership lookup record on the next run. However, some accounts may have a mismatch between the domain in Salesforce and the domain stored in the lookup record. The account still appears in My Book of Accounts (territory fields are keyed on account ID, not domain), but the company firmographic data (industry, employee count, etc.) may reflect the old domain.
Where multiple SF accounts share the same domain, all of them appear in both All Accounts and My Book of Accounts as expected. However, for contacts or leads in Salesforce that have not been explicitly assigned to a specific account — for example a web-form lead before it was assigned to an owner — only the most "active" account per domain (the one with the most real contacts) receives credit for those unassigned interactions.
The other sibling accounts are still scored, but based on enrichment data alone rather than contact activity. Territory visibility and all account-level fields are unaffected.